30-day money-back guarantee

Our 30-day guarantee

We offer a 30-day money-back guarantee on standard stocked goods, to every customer, whether you buy as a consumer or for a business. Contact us within 30 days of delivery, return the goods to us in resaleable condition, and once we have inspected them we will refund the price you paid for them.

This guarantee is a contractual promise we give voluntarily. It is in addition to your legal rights, set out below, and does not reduce them.

Condition of returned goods

To qualify for a refund under this guarantee, returned goods must be:

• in resaleable condition: clean and undamaged, showing no more than light signs of having been tried on your floor;
• free from contamination, including oil, grease, chemicals, adhesive, paint, swarf and food residue;
• unaltered: not cut, trimmed, drilled, marked or fixed down;
• complete, with every tile, edge, ramp, accessory and any instructions supplied with them; and
• packed securely enough to reach us without damage, ideally in the original packaging.

Trying a mat where you mean to use it is expected and does not on its own affect your refund, provided it comes back clean and in that condition.

We inspect returned goods within 5 working days of receiving them and will tell you the outcome. If returned goods do not meet these conditions, we may decline the refund or offer a partial refund that reflects the reduction in their value. In that case we will, at your choice, return the goods to you at your cost or, with your agreement, dispose of them.

What this guarantee does not cover

• made-to-order, cut-to-length, custom-size or custom-colour goods;
• goods supplied to a specification agreed in a quotation, unless the quotation states otherwise; and
• installation, fitting and other services.

Goods that are faulty, damaged in transit or not what you ordered are not returned under this guarantee. See faulty, damaged or incorrect goods below.

How to return goods

1. Email [email protected] within 30 days of delivery with your order reference, the items you are returning and the reason.
2. We will confirm the return and send you the returns address. Please do not send goods back before we have done so.
3. Return the goods using a tracked service and keep proof of postage. Goods remain your responsibility until they reach us.

You are responsible for the cost of returning goods under this guarantee. We cover return costs where goods are faulty, damaged in transit or not what you ordered.

Refunds

We refund to your original payment method within 14 days of receiving the goods back. We refund the price you actually paid for the returned items, after any discount applied to your order. The original delivery charge is not refunded under this guarantee, except where the law requires it (see below). If you return only part of an order, we refund the items returned; if that takes the remaining order below a free-delivery threshold, we may deduct the delivery charge that would otherwise have applied.

Your statutory rights

Consumers' right to cancel. If you buy as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel an online order for standard stocked goods within 14 days of receiving them, without giving a reason. Under that right we refund the price of the goods and the standard delivery charge you paid, within 14 days of receiving the goods back or of your proof that you have sent them, whichever is sooner. We may reduce that refund to reflect any loss in value caused by handling the goods more than was needed to establish their nature, characteristics and functioning. This right does not apply to goods made to your specification or clearly personalised.

Faulty goods. If you are a consumer, the Consumer Rights Act 2015 gives you rights where goods are faulty, not as described or not fit for purpose, including a short-term right to reject them within 30 days. These rights are not affected by this guarantee.

Where your statutory rights give you a better outcome in any respect, those rights apply in full.

Model cancellation form (consumers only). To: The Maximum Industrial Group Limited, [email protected]. I/We hereby give notice that I/We cancel my/our contract of sale of the following goods [describe], ordered on [date] / received on [date]. Name, address, date.

Faulty, damaged or incorrect goods

If anything arrives damaged, faulty, incomplete or not as ordered, contact us at [email protected] or on 01332 480386, ideally within 48 hours of delivery, with your order reference and photographs. We will arrange a replacement, repair or refund and cover the cost of returning the goods.

This policy forms part of our Terms & Conditions of Sale. For dispatch times and charges, see Delivery.